Fonolo is proud to be a part of the ICMI Contact Center Demo & Conference, October 19-21, 2015 at the Rio Las Vegas. Produced by ICMI, a leader and partner in the industry for over 30 years, the Contact Center Demo & Conference is an excellent investment for any contact center, large or small. Continue reading
It doesn’t matter what kind of business you’re in – improving the experience for your customers is the key to increasing sales, reducing employee churn, and increasing customer loyalty.
Interested in learning more about the customer experience? Keep these 10 statistics in mind as you continue to improve your business operations for the coming year. Continue reading →
Facebook is constantly redefining the social media game, and the popular networking site’s recent foray into e-commerce, via its base of business “like pages”, is no exception. While recent changes to the Facebook business algorithms and advertising have a lot of companies rethinking their social strategies, the same customer service motto still rings true: Communication is key.
Here are four classic Facebook principles with the new rules and trends in mind. Continue reading →
For decades, the phone call was the dominant choice for getting customer service from a company (at least, if you couldn’t walk in their door). The emergence of email, and then the web, started to change the role of the phone call. That change accelerated dramatically in recent years as new channels appeared in rapid succession: Twitter, Facebook, online chat, mobile apps, SMS.
To get a sense of the pace, take a look at SMS. A recent study by Harris showed that 64% of consumers would rather text a company than call in. That’s a big demand for a channel that wasn’t even on the radar for most consumers 5 years ago!
So where does this leave the good ‘ole phone call? Is it going to start a graceful decline in popularity and importance? Not so fast! Continue reading →
It’s the time of the year again when savvy customer experience evangelists are looking to plan out their strategies for 2016. Separating your organization from the competition is no longer about price and features; rather, it’s about providing a high quality customer experience.
As you analyze your objectives for 2016, here are 10 key customer experience trends you should focus on. Continue reading →
Coca-Cola reigned 13 straight years atop Interbrand’s Best Global Brands list before finally being displaced by Apple in 2013. Today the company retains Interbrand’s No. 3 spot behind its partners Apple and Google, with a brand value estimated at $81.6 billion.
Consistency can pay off for your brand, too, if you emulate the best practices of companies that have effectively used consistent branding to cultivate better customer relationships. Continue reading →
Although the concept of replacing hold-time with a call-back has been around for decades, changes in the industry have sparked renewed interest in recent years.
The first change is that consumers have a lower tolerance for waiting on hold, and are vocal about this on social media channels. This has put increased pressure on call centers to avoid public shame. Another change is that adding call-backs used to require expensive, equipment-based solutions. Thus many call centers were priced-out or scared by the long deployment time. Today, call-backs are within reach of most companies either as part of their existing contact center platform or as a cloud-based service (like Fonolo) that works on top of legacy call center platforms.
Interested in knowing if call-backs are the right solution for your contact center? Here are 7 signs you should look out for. Continue reading →
In this digital age, consumers are more empowered today through the use of technology and social media. Companies are starting to implement social media strategies for call centers in order to keep up with today’s market and authentically connect with customers.
The customer’s social media experience is just as important as the telephone experience. While there are some challenges involved in delivering large-scale customer service in an unstructured, public and emotional channel, here are 7 ways that social media can be used to promote your call center operations. Continue reading →
There are over 2 billion smartphones in use right now. And in developed countries, penetration is approaching 100%. Mobile phones have changed consumer behaviour more than any technology in recent memory, perhaps since the invention of the car.
This change has profound implications for the interactions between companies and their customers. According to a recent study, 77% of those ages 18 to 24 use mobile devices at least once per month for customer support.
Many companies are struggling with how to correctly adapt their customer services playbook. Too often, this playbook changes at a pace too slow to keep up with the shift in consumer behaviour we’re seeing today. Getting mobile customer service right is an enormous topic, but let’s take a bird’s eye to break it down into more manageable pieces. Continue reading →
How do you view the role of the call center? Most executives see it as an outright cost. Accordingly, for many support teams, the goal is to reduce expenditures, rather than focusing on the customer. For them, it’s more important to minimize call time, even if it means providing mediocre service. Many contact centers will invest heavily in saving just a few seconds per call (a few seconds!) at the expense of the customer. They monitor analytics like a hawk just to make sure their agents perform accordingly.
It’s time to change that antiquated perspective. We, at Fonolo, have a clear reason for LOVING the contact center and here’s why you should too – it’s the new sales tool. Instead of viewing the contact center as a cost, look at it as an opportunity to profit. Continue reading →